HomeComplaintsStake Casino - Player struggles with account verification requirements.

Stake Casino - Player struggles with account verification requirements.

Amount: 2,000 ₮

Stake Casino
Safety Index:Above average
Submitted: 21 Sep 2024
Case opened Current status

Waiting for Casino Guru to reply

5d 10h 23m 19s

Case summary

yesterday

The player from Bolivia faces issues with account verification at Stake casino, as the requested bank statements from the last three months are irrelevant due to using cryptocurrencies for deposits. The submitted documents are not accepted.

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3 months ago
Translation

The SATAKE casino is asking me to verify my account, but when I send the required documents, they are not accepted. They are requesting bank statements from the last 3 months, but all my deposits were made using cryptocurrencies. It doesn't make sense for them to ask for these documents. Please help.

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3 months ago

Dear matiasb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Have you made any successful withdrawals before? 
  • Did you accumulate your winnings with or without an active bonus?
  • Which payment method would you like to use for your withdrawal?
  • Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Edited by a Casino Guru admin
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3 months ago
Translation
  • If I had already made withdrawals without any problem, all my withdrawals were for cryptocurrencies
  • They were deposits, there was no profit nor any type of bonus.
  • cryptocurrency
  • Please send an email with screenshots to the indicated email address. I look forward to your response. Thank you very much.
Edited
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2 months ago

Dear matiasb, thank you for the information provided.

Have you provided the casino with the proof of address?

Could you please share your transaction history?

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2 months ago
Translation
  • I have already sent the corresponding proof of address and it was not accepted.
  • Sure, but what transaction history are you referring to?
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2 months ago

Dear matiasb, the history of deposits and withdrawals you made.

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2 months ago
Translation

Ok, I already sent it to the email you provided me previously ( ). I look forward to your response, thank you.

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2 months ago

Thank you very much, matiasb, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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2 months ago

Hi matiasb,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

I'd also like to specify that bank statements were asked from you to conduct Level 3 verification, which is verification of your address. So despite your deposits in crypto, the casino has a right to ask you for the bank statements as proof of address. This is mentioned in their terms and the articles on the website.


Dear Stake Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what documents you received for Level 3 and 4 of KYC and for what reasons they were rejected?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Edited by a Casino Guru admin
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2 months ago

Dear matiasb, 


We regret to inform you that there was an issue processing your verification. For level 3, payslips were uploaded, and for level 4, only a bank statement was provided. To complete the verification process, we kindly ask that you upload the following documents:

  

For Level 3 verification: We request that you submit a utility bill and proof of payment for the past three months.


For Level 4 verification: It is essential to provide a recent payslip and a bank statement covering the previous three months. Ensure the salary figures on the payslip correspond with and can be verified against the transactions in the bank statement.


Additionally, documents need to be uploaded directly to Stake.com through your personal account: https://stake.com/settings/verify. Upon receipt of documents that meet our criteria, we will expedite the review process with our team.


We look forward to your prompt response and appreciate your cooperation in this matter.


Kind regards,

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2 months ago

Thank you for the response, Stake Casino.


Dear Matias, please let us know if you have the requested documents in your possession (utility bills and confirmation of payment as proof of address, and payslip and bank statements as proof of source of funds).

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1 month ago

Dear matiasb,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 month ago
Translation

Of course, I will send the files as soon as possible, thank you.

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1 month ago

Hi matiasb, can you please share any updates with us? Have you managed to upload new documents to Stake?

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1 month ago
Translation

Hi, yes I will send the documents and upload them, I will let you know here when I do it. Thanks

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1 month ago

I will await updates from you, matiasb. I hope you can do it as soon as possible because it's already been 3 weeks since you were asked to provide the documentation. If you need any assistance, let me know. You can always contact me via email (natalia.b@casino.guru)

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1 month ago
Translation

Hello, I have already uploaded the documents and we are waiting for a response. I will let you know as soon as I receive a response from stake support. Thank you.

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1 month ago

Thank you, matiasb.


Dear Stake Casino, can you please confirm you received the new documentation from the player? Let us know when you review it and have any updates.

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1 month ago

Dear Natalia and matiasb, 


We would like to inform you that the most recent document submission, which was rejected, occurred 36 days ago. Since then, no additional documents have been uploaded for review.


We kindly request that you clarify where the documents were submitted. Additionally, we would like to reiterate our previous message: all required documents must be uploaded directly through your personal account on Stake.com via the following link: https://stake.com/settings/verify.


Thank you for your cooperation.


Kind regards,

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1 month ago

Thank you for the reply, Stake Casino.


Dear matiasb, can you please explain where you uploaded the documents? Can you do it again in your casino account?

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3 weeks ago
Translation

I sent it to the page, in the same way in a couple of hours when I get home I will send it again, thanks for responding.

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3 weeks ago

Dear matiasb, please confirm if you have submitted the missing documentation to your account at Stake as requested by the casino representative.

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3 weeks ago
Translation

I sent the documents for Level 3, once they accept me I will send Level 4. I look forward to your response.

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2 weeks ago

Dear Stake Casino, can you please confirm that you received the new documents from the player? If yes, have you reviewed them?

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1 week ago

Dear Natalia and Lukevakio,


We have received the submitted documents; however, as previously stated, scanned or digital copies are not acceptable. Five days ago, we kindly requested that the complainant provide photocopies of utility bills, along with a bank statement reflecting the payment amounts for each corresponding month.


Additionally, all documents must be submitted in an unlocked PDF format. Unfortunately, the complainant has not responded to our communication or uploaded the requested documents in the correct format.


We appreciate your attention to this matter and your prompt cooperation to resolve this issue.


Kind regards, 

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1 week ago
Translation

Thank you for replying. I had not seen the email. I will send the documents as soon as possible. Thank you.

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2 days ago
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I look forward to your response, casino guru.

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2 days ago

Dear Stake Casino, please let us know if you have received and reviewed the missing documents.

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yesterday
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This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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